2nd Line IT Service Desk Engineer

Get Staffed Online Recruitment Limited; Winchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An IT service provider is seeking a 2nd Line IT Service Desk Engineer to join their team in Whiteley. In this role, you will support customers through various channels and ensure prompt incident resolution. Candidates should have a strong understanding of ITIL practices, Active Directory, and cloud services like Microsoft Azure. We offer a dynamic work environment with training opportunities and health benefits.

Benefits

Training opportunities

Progressive working environment

Birthday off

Flexi health plan cover

Company pension

Social Committee events

Free breakfast and recreational facilities

Qualifications

• Experience with how an ITIL service desk runs.
• Active Directory configuration and administration.
• Understanding of Group Policy and DNS.
• Good understanding of Office 365 and Microsoft Azure.
• Understanding of Microsoft Intune.
• Organizational skills and results-driven approach.

Responsibilities

• Provide excellent customer care and support.
• Resolve incidents and requests, escalating when needed.
• Manage ticket priorities and compliance with SLAs.
• Assist the Service Desk Team Leader.

Skills

ITIL service desk operations

Active Directory configuration

Group Policy understanding

DNS understanding

Office 365 understanding

Microsoft Azure understanding

Microsoft Intune understanding

Organizational skills

Results-driven

Teamwork

Self-motivated

Ability to work under pressure

Job description

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2nd Line IT Service Desk Engineer, Whiteley

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Client:

Get Staffed Online Recruitment Limited

Location:

Whiteley, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

cf4f6ef66b6a

Job Views:

5

Posted:

12.08.2025

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Job Description:

Our client is recruiting for two 2nd Line IT Service Desk Engineers to join their knowledgeable team, headed up by an experienced Team Leader. As one of their Engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support skills, representing our client, Tailor Made Technologies, in a professional and courteous manner. This role is based on their site in Whiteley (Monday to Friday) with an on call out of business hours expectation once a month. You have a strong team of management around you who will support your growth within this role.

Benefits of working for Tailor Made Technologies:

• Training opportunities set out with a clear training structure
• Progressive working environment with access to voice your opinions to decision makers
• Your birthday off
• Flexi health plan cover and access to a range of Health Benefits
• Company pension
• An active Social Committee who plans monthly competitions and events
• A brilliant breakout room with free breakfast and a pool table

Join a Trusted Partner for Transformative Managed Technology

Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals.

Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, their in-house teams tailor their services to suit every client’s unique requirements and drive business growth.

Through comprehensive offerings, broad technical knowledge and excellent customer service, our client ensures your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.

Duties and Responsibilities of their 2nd Line IT Service Desk Engineer:

• To provide excellent customer care and support through efficient and organised ticket management.
• Providing first response fixes to customers via the phone, live chat or email.
• Providing resolution to incidents, requests, and appropriately escalating all others.
• Ticket triage – assessing ticket priorities and escalating when required.
• Liaising with third parties and customers with regards to incident resolution and requests.
• Handling customer requests and escalate according to company procedures.
• Manage work queues and prioritise events, ensuring compliance with SLAs.
• Assist the Service Desk Team Leader in managing their service desk in such a way as to deliver excellent customer service.

Your Previous Experience:

• Experience with how an ITIL service desk runs
• Active Directory configuration and administration
• An understanding of Group Policy
• An understanding of DNS
• Good understanding of Office 365
• Good understanding of Microsoft Azure
• An understanding of Microsoft Intune
• Organisational skills
• Results driven with a proven track record
• Team player
• Self-motivated and proactive
• Ability to be resilient and to work under pressure